Working to excellent clinical standards is our highest priority. Asking our clients what their experience has been is essential for improving our services, so we encourage all our clients to complete a client feedback questionnaire at the end of their therapy.
Standards in counselling & psychotherapy
About 54% of clients return the questionnaire, and last year our therapy services received an 85% satisfaction rating. However, we are currently developing our clinical audit to help us identify how we can improve further.
Clinical governance is a set of procedures and policies which ensures that our therapists work to best practice standards. Our comprehensive system of clinical supervision supports these standards. Our policies have been developed to ensure equality of opportunity, confidentiality and privacy, as well as the safety of our clients.
We are an organisational member of the British Association of Psychotherapy and Counselling (BACP) and our clinical services are accredited by BACP. We are also an organisational member of the United Kingdom Council for Psychotherapy (UKCP) and the British Psychoanalytic Council (BPC). We abide by the ethics of these organisations and those of the Foundation for Psychotherapy and Counselling (FPC).
Our Equality and Diversity Statement and Policy have been developed so that we work to the best of our ability in ensuring fair treatment for all. Read our Equality and Diversity Policy.
WPF Therapy – Complaints and Compliments Clinical Services
WPF Therapy’s mission includes providing accessible, high quality psychotherapy. We aim to offer timely and helpful services to our clients. If we fall short of the standards you expect, we strive to understand what went wrong and wherever possible we take steps to improve. We also want to know more about what works well, and to share the learning with our staff.
If you are unhappy about the service you have received from us – or if you have concerns about any other experience with us – you can make a complaint or a suggestion about how we could do better.
Who can complain and third parties
A complaint can be made by anyone directly affected by WPF Therapy’s actions or decisions, in most cases this will mean a client.
WPF Therapy does not accept complaints brought by third parties. Exceptionally, WPF Therapy may be willing to look at a matter raised by a third party.
Compliments and other feedback
We welcome feedback that helps us to improve our services, including compliments which identify good practice to share with our staff.
All complaints will be followed up and investigated. This means involving relevant staff and managers at WPF Therapy. We will only share personal information with those members of staff who need to know in order to undertake our inquiry and bring it to a conclusion.
We aim to resolve complaints as quickly as possible and we take all complaints seriously, recognising that complaining is not an easy thing to do. We recognise that most complaints can be resolved informally, and may involve an explanation or a simple apology. More serious complaints or those that are not so easily resolved may require the involvement of a senior manager and may take longer to conclude.
How to make a complaint
- It is always best to make a complaint as soon as possible, and not more than 12 months after the incident giving rise to your complaint.
- The best way to make a complaint is to speak to a member of staff about your concern. Misunderstandings and frustrations are best dealt with by raising concerns with the staff directly involved at an early and informal stage.
- Where this is not possible, clients of our clinical services should arrange to speak to one of our Clinic Managers.
- In each case, the concerns you raise will be investigated and we will get back to you.
- If you are still unhappy, your complaint is unresolved and you wish to take it further, you can make a formal complaint. This must be made in writing to the Clinic Manager who will ensure this is progressed within the organisation.
- When making a complaint it is helpful if you tell us what you want to happen as a result of your complaint. For example, you may want an apology, someone to explain what has happened or to hear about changes we will make to ensure that the same thing does not happen again.
- We aim to contact you within 7 days of receiving your formal complaint to acknowledge receipt and to give an indication of when we will have concluded our investigation. We aim to get an investigated response to you within 28 working days.
- If you are still unhappy with the outcome of the investigation and you feel your complaint is unresolved, you can make an appeal. This must be made in writing to WPF Therapy’s Chief Executive Officer, who will arrange for a review of the issues raised and response made.
- If the issue is not resolved by the Chief Executive Officer’s response, you may write to the Chair of the Board of Trustees requesting the Board of Trustee’s consideration of your complaint, as a final appeal.
- External bodies which accredit our services may also respond to complaints, usually only after the above process has been completed.
How to make contact
By phone: 020 7378 2000
By post: WPF Therapy
23 Magdalen Street
By email: firstname.lastname@example.org